| Author(s) | Abdulmohsen Abdulrahman Alshaikh |
| Affiliation | Civil Engineering Department, College of Engineering King Saud University P.O. Box 800, Riyadh 11421, Saudi Arabia |
| Title | Measuring Satisfaction of Domestic Water Consumers in Riyadh Villas with Provided Service Using Questionnaires |
| Source | Journal of King Saud University. Engineering Sciences. Volume 17, No 2. (2005/1425) |
| Abstract | This paper aims to measure satisfaction of domestic water consumers in Riyadh villas with provided service. Five factors of satisfaction related to water adequacy, quality, tariff, billing and maintenance were considered. A questionnaire was designed and distributed on a selected sample of consumers in Riyadh, in which 500 questionnaires were gathered. SPSS was used to analyze results. The results showed that 50.1% are satisfied with water adequacy, 76.1% believe that problems in water quality are because of lack of following by Water Ministry Branch in Riyadh (WMB), 51.5% believe that water tariff is suitable, 77.2% receive the bill on time and 29.6% believe that WMB responding to pipe breaks is average. In general, the overall index of satisfaction showed that the consumers are more towards the satisfaction by provided service where 14.8%, 42.3%, 33.6%, 5.3% and 4% evaluated the service as excellent, good, average, below average, and weak, respectively. Overall satisfaction index was correlated to the district and income level while education level, age, villa area, and family size have little effect on overall satisfaction index. Low satisfaction was observed on water adequacy by consumers from west of Riyadh, and on water price by low income consumers (below 5000 SR monthly). |
